Visa is bringing AI to credit card charge disputes
The payments giant says charge disputes have risen 35% since 2019, costing merchants and banks billions in avoidable losses
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Visa $V has unveiled six tools using artificial intelligence to overhaul how credit card disputes are handled, targeting billions of dollars in annual losses tied to manual, fragmented processes across the payments industry.
The company processed more than 106 million disputes globally in 2025, a 35% increase since 2019, Visa said. Three of the tools are designed for merchants and three for issuers and acquirers.
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On the merchant side, the suite includes a pre-dispute resolution network to intercept potential chargebacks before they escalate, a generative AI tool that automates the representment process and provides win-prediction scoring, and an updated version of the company's Order Insight product. An April 2026 update to Order Insight allows merchants to submit evidence to banks about suspicious transactions using a framework called Compelling Evidence 3.0, aimed at reducing friendly fraud.
For issuers and acquirers, the issuer- and acquirer-facing tools include a predictive AI model for agent decision support, a document analyzer that reads merchant submissions and auto-fills response fields, and a unified platform intended to consolidate dispute management across card networks into a single workflow. The document analyzer is available now for acquirers and is set for issuers in late April 2026. The centralized platform is expected to reach general availability in North America in 2026.
"Some of the challenges are these back-office systems are still largely manual," Andrew Torre, Visa's president of value-added services, told CNBC. "We really had to think differently about how we approach this at scale."
Torre said the company's goal is to bring the dispute growth rate down. "We'd love to be able to see that growth rate come down," he told CNBC.
IDC Financial Insights research director for risk, compliance and financial crime Sam Abadir said institutions still depending on manual, fragmented workflows risk leaving recoverable revenue unclaimed while absorbing costs that more modern processes could eliminate.
The dispute management rollout fits into a wider industry trend of large financial institutions deploying AI to modernize internal operations. Visa separately announced a subscription management feature that gives cardholders the ability to cancel unwanted subscriptions, which Torre described as part of the same broader consumer-facing initiative.